Marathon Health

Problem Management Analyst

Marathon Health

full-time

Posted on:

Origin:  • 🇺🇸 United States

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Salary

💰 $75,000 - $85,000 per year

Job Level

Mid-LevelSenior

Tech Stack

CloudITSMServiceNow

About the role

  • Manage and resolve IT problems impacting critical healthcare systems and services
  • Collaborate with IT support, infrastructure, application, and security teams to identify recurring or high-impact incidents
  • Conduct root cause analysis (e.g., Fishbone, 5 Whys, FMEA) and prepare RCA documentation
  • Develop and implement corrective actions, workarounds, and long-term solutions to prevent recurrence
  • Coordinate with Change Management to document, test, and deploy fixes and patches
  • Prioritize problems by impact and urgency for timely resolution of critical systems
  • Conduct trend analysis of incident data and propose proactive problem-management strategies
  • Maintain accurate records of problems, RCAs, corrective actions, and resolution steps
  • Generate reports on problem management metrics and prepare post-mortem reports for major incidents
  • Educate and mentor IT staff on problem management best practices
  • Ensure compliance with industry standards, internal policies, HIPAA, and HITECH; support audits and compliance documentation

Requirements

  • Bachelor’s degree in information technology, Computer Science, Healthcare IT, or related field (or equivalent combination of education and experience)
  • 3+ years of experience in IT problem management, incident management, or IT service management
  • Experience working in a healthcare environment with understanding of HIPAA
  • Hands-on experience with ITIL processes, particularly Problem Management
  • Familiarity with ITSM tools (ServiceNow, Freshworks, Freshservice)
  • Knowledge of HIPAA, PCI-DSS, SOC, or Hi-Trust
  • Certifications: ITIL Foundation (or higher), Certified Problem Management Professional (CPMP) or equivalent, CompTIA IT Fundamentals or similar, Certified Healthcare Technology Specialist (CHTS) or similar
  • Strong analytical and problem-solving skills
  • Experience with IT infrastructure, cloud services, applications, monitoring, logging, and diagnostic tools
  • Proficiency in Microsoft Office Suite and ITSM tools
  • Understanding of network systems, servers, databases, and application management